Customer Journey Map

This is a really simple but really important Figjam template to have in your inventory. This free Figjam customer journey map is an award winning template that helps you to define the precise steps taken for a customer/user to achieve a specific goal such as buying a product on your website.

Included are 6 different swimlanes covering user actions, touchpoints, goals, feelings, thoughts and recommendations. Please note though we recommend adding in extra swimlanes that are helpful to you, also feel free to rename some of the columns for example we would definitely rename 'gains' and 'pains' to 'opportunities' and 'pain points' which are slightly more standardized terms.

This template is best used after you have defined your user personas, and we recommend creating customer journey maps for each persona, for the current state of your system and also then create customer journeys for your 'future state' system (your fancy new idealized system you wish to create), with the aim of this being that your future state customer journey maps have remedied all of the pain points highlighted in the current state customer journeys.